Survey 123 Connect 2.5 crashing

[BraunaHartzell]

I have just downloaded Survey 123 Connect (vers. 2.5) and it is consistently crashing. It cannot open even Basic forms (as opened from a template).  Any thoughts?  

[Anonymous User]

Hi Brauna,

What OS version are you using? Have you used a previous version of Survey123 Connect on this same computer before?

Phil.

[BraunaHartzell]

Phil,

 Yes, I had a previous version (1.10.43).   I am running Windows 7 Enterprise, service pack 1. The old version does not work now after installation of the later version.  And yes, it is the same computer.

Brauna

[Anonymous User]

Is the computer 32 bit or 64 bit? If unsure please check from the System menu in Control Panel.

[Anonymous User]

Also, did you uninstall the old version first, before install new version? We do not support multiple versions installed at same time. If so, you need to uninstall both version from Control Panel, and then install only the new version.

[BraunaHartzell]

Phil,

 This is a 64-bit machine and I have uninstalled Survey123 and then re-installed it.  Same issue is happening. While I can open up the program and look at a form, as soon as I return to the main window, the program crashes.  I am wondering if there my be some sort of firewall issue.  Does Survey123 connect need to go out to a secure site to refresh forms or data?

Brauna

[JamesTedrick]

Hi Brauna,

Yes, Survey123 needs to contact https://survey123.arcgis.com (in addition to either ArcGIS Online or your ArcGIS Enterprise installation); this is not changed from 1.10.  Does the crash occur immediately upon startup, or does the application show until you click on anything?

Additionally, could you attempt to install the current releases of either the Survey123 field application (Survey123 for ArcGIS | ArcGIS ) or AppStudio Player (AppStudio for ArcGIS | ArcGIS).  I'm asking this to determine if the crashing is specific to Survey123 or is affecting other applications built on the same platform as Survey123. 

[BraunaHartzell]

James,

  I also installed Survey123 for ArcGIS and yes, this program also crashes after trying to save data from a form. 

Thanks,

Brauna

[Anonymous User]

Hi Brauna,

Yesterday I spun up a 64 bit Windows 7 Enterprise SP1 OS to try and replicate your issue. I was able to install 2.5 Connect and App and use all features and functionality without any crashes. It was a fresh installation with full network/internet access and latest Windows Updates applied.

One thing to check with older OS versions, such as Windows 7, is that do you have all the latest Windows Updates applied? Also, as James mentioned, Survey123 requires internet connection to Survey123 url and ArcGIS Online or your Enterprise. Another thing to check is the antivirus software or other software you have installed that may be causing an issue on installation. Can you check the windows logs to see if any errors?

Phil.

[BraunaHartzell]

Phil,

   My IT person has sent the log file (see response to original question).   He would like to discuss this question with you directly if possible.  Perhaps tomorrow some time?  

  He has installed it on a Windows 10 machine with no issues so we think that an antivirus/installation problem may not be responsible for the crashing. 

Thanks,

Brauna